Terms of Service

Last updated: 2 November 2026

Welcome to Memorra. The website https://www.memorra.ltd is operated by Mangshi Renxuan Department Store, referred to in these Terms as “Memorra”, “we”, “us” or “our”. These Terms govern your use of the website and purchases from us. Please read them together with our Privacy Policy, Shipping Policy and Refund Policy.

Nothing in these Terms excludes or limits rights available to you under applicable consumer protection law.

1. Eligibility and customer information

You must be at least 18 years old and legally capable of entering into a binding contract to place an order. A parent or legal guardian must place orders on behalf of minors. You agree to provide accurate and complete contact, billing, delivery and personalisation information.

If you provide another person’s information for a gift or personalised product, you must be authorised to provide it for that purpose.

2. Our products

Memorra offers jewellery, accessories and personalised gifting products. Please review the product description, materials, dimensions, sizing, finish, personalisation options and care instructions before ordering.

Photographs aim to represent products accurately. Minor differences may occur because of lighting, screen settings or normal handcrafted variation. These differences do not excuse a product that materially differs from its advertised description or agreed specifications. Material, plating, durability and care claims apply only as expressly stated for the particular product.

3. Personalisation details

Personalised products are made using the details you submit with your order. You are responsible for checking names, initials, spelling, dates and messages; selected fonts, designs and engraving options; product size, colour, finish and quantity; any uploaded artwork or images; and delivery and contact information.

Where a preview is provided, it is a visual guide unless expressly stated otherwise. Minor positioning or appearance differences may result from the manufacturing process, but we remain responsible for meeting the agreed specifications. If we reproduce customer-provided details correctly, a subsequent preference change or customer spelling error does not normally qualify as a manufacturing fault.

If Memorra makes an error or supplies personalisation that differs from your confirmed instructions, contact JuliettaOlano@gmail.com for assessment and resolution.

4. Prices and payment

Prices are displayed in the currency shown on the website and at checkout. Applicable taxes are included where expressly stated; otherwise they are shown at checkout. The order summary will show the amount payable before you confirm the purchase. Any additional charge must be disclosed before payment.

Payment methods and any permitted balance-payment arrangements are those displayed at checkout. Do not assume that cash on delivery or another payment option is available unless it is expressly offered for your order. You must use a payment method you are authorised to use.

5. Token or advance payment

Where offered, a small token or advance payment confirms your personalised order. The token is adjusted against the total product price and is not an additional charge. Any remaining balance and its payment deadline will be shown at checkout or communicated in your order confirmation.

For customer-requested cancellations or changes of mind, the token is non-refundable only to the extent permitted by applicable law. Submitting a cancellation request within 24 hours does not automatically entitle you to a token refund. Any retention of a token that constitutes a cancellation charge is subject to applicable requirements, including those governing comparable charges when Memorra unilaterally cancels an order. Where a refund is legally required, the refundable amount will include the token where applicable.

6. Order confirmation and availability

An automated order acknowledgement confirms that we have received your order. It does not guarantee that an unavailable product or an order containing an obvious error can be fulfilled. We may contact you to clarify personalisation, confirm payment, resolve an address issue or investigate suspected unauthorised activity.

If we cannot fulfil your order because of unavailable stock, a production limitation, an obvious pricing error or another legitimate reason, we will inform you promptly and explain the available options. We will not substitute a materially different product or increase an accepted order’s price without your agreement. If Memorra cancels an order that cannot be fulfilled, we will refund amounts paid for the cancelled portion, including the token where applicable, subject to applicable law.

7. Shipping, risk and delivery

Shipping timelines, coverage and delivery terms are set out in our Shipping Policy. Delivery estimates are not guarantees unless we expressly state otherwise. Risk in the goods passes in accordance with applicable law and the delivery arrangements communicated for your order.

Please provide an accurate delivery address and contact number. If an address correction or redelivery involves an additional cost, we will explain it and obtain your agreement before proceeding.

8. Returns, replacements and refunds

Our Refund Policy explains personalised-order limits, the 24-hour change window, the seven-day delivery-issue reporting period, the unboxing video requirement, the six-month manufacturing warranty and the refund process. Those terms form part of these Terms.

Nothing in the Refund Policy excludes or limits a remedy required by applicable consumer law.

9. Intellectual property

The Memorra name, branding, website design, product photographs, text and other original content belong to Mangshi Renxuan Department Store or their respective owners. Except where permitted by law or with the relevant owner’s permission, protected content must not be reproduced, distributed or commercially exploited.

Third-party names and trademarks remain the property of their respective owners. Their appearance on the website does not imply affiliation or endorsement unless expressly stated.

10. Acceptable use

You must not attempt to gain unauthorised access to the website, interfere with website security, place fraudulent orders, use unauthorised payment details, misuse contact forms, submit fabricated claims, collect other customers’ personal information without authorisation or use the website for unlawful activity.

We may restrict access where reasonably necessary to address misuse or security risks. This does not remove obligations relating to legitimate existing orders or consumer rights.

11. Reviews and user content

If you submit a review, photograph or other content, you confirm that you have the right to share it and that it is not unlawful, misleading, defamatory or infringing. You grant us permission to display, reproduce and moderate the content for the store and related marketing. We may remove content that violates these Terms or applicable law.

We do not use customer personalisation content in public marketing without separate permission.

12. Website availability and errors

We aim to keep the website accurate and available, but temporary interruptions or errors may occur. We may correct inaccurate information and maintain or update the website. Corrections will not be used to retrospectively remove rights relating to an existing purchase.

If an error materially affects your order, we will contact you and explain the available options, including a refund where appropriate or legally required.

13. Third-party services

Our store uses SHOPLINE and third-party providers for services such as hosting, payment processing, delivery and communications. Those providers may have their own terms and privacy notices for services they provide directly to you.

Links to external websites do not mean we control their content or practices. However, using a third-party provider does not remove Memorra’s responsibilities to you as the seller.

14. Privacy and communications

Our Privacy Policy explains how we handle personal information. We may contact you using the details supplied with your order to discuss personalisation, payment, delivery, support or other necessary order matters. Promotional communications are subject to applicable consent and opt-out requirements. Accepting these Terms does not itself constitute blanket consent to marketing.

15. Responsibility and liability

Each party remains responsible for its obligations under these Terms and applicable law. To the extent permitted by law, Memorra is not responsible for losses that were not reasonably foreseeable when the purchase was made or that were caused solely by your misuse of the product or website.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including applicable liability for fraud, defective products, negligence or infringement of consumer rights. There is no blanket exclusion of responsibility merely because an issue involves a courier, payment provider or another service provider.

16. Events beyond reasonable control

Exceptional events beyond reasonable control may affect production or delivery. If such an event affects your order, we will communicate available information and take reasonable steps to reduce its impact. This section does not automatically permit indefinite delay, retention of payment for an unfulfilled order or refusal of a remedy required by law.

17. Customer support and grievances

Customer support, orders, delivery and returns:
Email: JuliettaOlano@gmail.com
Phone: +852 54298061
Staffed support hours: Monday–Friday, 10:00 AM–5:00 PM IST.

Formal grievance contact: Wang Qihang, Operator / authorised representative
Subject: Formal Grievance – [Your Order Number]. We aim to acknowledge complaints within two business days and will handle them within the time required by applicable law.

18. Governing law and disputes

These Terms are governed by the laws of the People’s Republic of China. Subject to mandatory consumer rights, disputes shall be submitted to the competent people’s court at the place of registration of Mangshi Renxuan Department Store.

Please contact support first so we can attempt to resolve any concern. Doing so is not a condition that prevents you from exercising a statutory remedy. Nothing in these Terms restricts a consumer’s lawful choice of forum where mandatory law provides otherwise.

19. Changes to these Terms

We may update these Terms to reflect changes in our services or legal obligations. The revised version will show an updated date. Changes will apply prospectively and will not retrospectively reduce rights or commitments applicable to an order already placed, unless required by law or expressly agreed with you.

If any provision is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

20. Business details

Legal business name: Mangshi Renxuan Department Store
Trading brand: Memorra
Business type: Individual business registered in the People’s Republic of China
Unified Social Credit Code: 92533103MAKFJ7FX54
Operator / authorised representative: Wang Qihang
Website: https://www.memorra.ltd

Registered address:
Room 109-2368, Building 36, Jinxiu Yangguang Jiayuan Dawan Community, Dawan Village Committee, Mangshi Town, Mangshi City, Dehong Dai and Jingpo Autonomous Prefecture, Yunnan Province, China (Mangshi Maker Space).

Please contact JuliettaOlano@gmail.com for return authorisation and shipping instructions before returning any product to this address.